Service level agreement

Last updated: September 27, 2026. This policy covers the Offsight AI console at ai.offsight.com, the Offsight AI apps for iOS and Android, and the Offsight APIs. It is the “then-current Support and Availability Policy” referred to in section 3 of the Terms of Service. Published for information; it is not legal advice, and where your Order Form says something different, the Order Form governs.

1. Scope

“The Service” means the Offsight AI console, the Offsight AI mobile applications for iOS and Android, and the Offsight APIs. Availability is measured across all three together. This policy applies to every customer on the same terms; commercial variables — service credits, support package, notice periods — are settled on the Order Form and are not restated here.

Vision AI — the part of the Service that analyzes images from cameras a customer installs — delivers its results through the console, the apps and the APIs, and is covered by the availability target as part of them, subject only to the exclusions in section 5. Section 6 explains how the parts specific to Vision AI are treated, including camera image upload, detection processing and the training of Customer Models; it adds no exclusion to section 5.

2. Availability target

Offsight commits to 99.9% availability to the Service, measured per calendar month. The measurement excludes the six categories listed in section 5 — the same six the Terms of Service set out, so the contract and this policy cannot drift apart.

3. Scheduled and emergency maintenance

Scheduled maintenance is announced in advance and is planned outside Monday to Friday, 8am to 6pm Pacific wherever the change allows it. Emergency maintenance to address a security issue or prevent data loss may happen at any time, and is notified as soon as practicable.

4. Support hours and response targets

Offsight responds within eight business hours of your notification during support hours. Outside them, the clock starts at the beginning of the next business day. Support hours are Monday to Friday, 8am to 6pm Pacific, excluding public holidays.

These are first-response targets, not resolution times. A response tells you a named person has the issue, what severity it has been given and what happens next. Offsight does not publish a resolution-time commitment.

Support is reached from inside the product — the Support screen in the console and in both mobile apps opens a thread with your account, your tenant and your version already attached — or at support@offsight.com.

5. Exclusions

The following are excluded from the availability measurement. They are reproduced from section 3 of the Terms of Service without change.

• Scheduled maintenance.
• Downtime or performance degradation caused by third-party connections, services or utilities.
• Events beyond Offsight’s reasonable control.
• Beta or preview functionality.
• AI features, to the extent a third-party model provider is degraded, rate-limited or unavailable.
• Vision AI, to the extent it depends on cameras, site networks, power or other equipment at a customer site, or on third-party computing capacity for model training.

6. AI features

Offsight AI is served by third-party model providers. When one of them is degraded, rate-limited or unavailable, that is outside the availability target, as section 5 states. Three consequences follow, and they are stated here rather than in a footnote.

• The platform stays up. A model provider outage does not take the Service with it. Live, checklists, clock-in, paperwork, inventory and the APIs are not served by a model and keep running. What pauses is the AI, and it fails visibly rather than silently.
• AI output is advisory. Offsight AI drafts, extracts and proposes; a person approves. It does not complete a sign-off on anyone’s behalf, and an action that changes your data is attributed to the user who authorised it.
• Tokens are a plan limit, not an outage. Reaching your monthly Offsight AI Token allowance stops AI sessions until you add credit. That is a billing limit working as intended and is not counted against availability.

Vision AI

Vision AI detection and the training of Customer Models run on computing infrastructure Offsight operates, not on a model provider. The same principles apply, and five more points follow from how Vision AI works.

• The cameras and the site are yours. Vision AI can only process images that reach it. A camera may not retry or queue an image that fails to upload, so a camera, network, power or placement problem at a site — including a camera that has been moved out of position — means images are lost or unusable. That is outside the availability target, as section 5 states.
• No latency or turnaround target. The availability target in section 2 applies to Vision AI as it does to the rest of the Service, subject to section 5. Beyond it, Offsight does not publish a latency or turnaround target — for how soon an uploaded camera image produces a detection, or for how long a Customer Model takes to train. Training runs on computing capacity obtained on demand from a third party, so a run can queue or take longer when that capacity is constrained, and the time shown before a run starts is an estimate.
• Accuracy is not availability. Vision AI results are probabilistic. A missed, late or incorrect detection is a limit of the model, not downtime. The Terms of Service cover accuracy and human review.
• Vision AI pauses at a plan limit. When your remaining Offsight AI Token allowance and credit fall below the minimum balance Vision AI needs, detection pauses until the balance is restored; images uploaded while it is paused are not processed or charged. That is a billing limit working as intended, not an outage.
• The second opinion is optional. The optional second-opinion review uses a third-party model provider. Detections are recorded whether or not a review takes place, and when the provider is degraded, rate-limited or unavailable, section 5 applies.

7. Term, suspension and exit

• Auto-renewal. Thirty days’ notice before the expiration of a term prevents renewal.
• Debrief. A meeting within fifteen business days before termination, to coordinate the transfer of your data and talk through the transition.
• Suspension. Accounts sixty or more days past due may be suspended.
• Deletion. Accounts ninety or more days past due face irretrievable deletion of Customer Data. Export before you get there — the export tools are in the product and do not require support to run.
• Liability. Damages are capped at the fees paid or payable in the twelve months before the claim, excluding indemnification obligations. Governed by California law, with exclusive venue in San Francisco.

8. Remedies

Remedies for a missed availability target are set in your Order Form. Where a service credit applies, it is claimed by writing to support@offsight.com within thirty days of the end of the affected month.

9. Changes to this policy

Offsight may update this policy. Where a change reduces a commitment, it takes effect at the start of your next term rather than mid-term, and the date at the top of this page is updated.

10. Contact

Questions about this policy, or about how it applies to your Order Form, can go to support@offsight.com. Procurement and contract questions can go to sales@offsight.com.

Offsight Inc.
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San Francisco, California 94108

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